Hi @KateG
If it’s alright to ask, would it be possible to include the following fields in the Agent Performance: Agent Availability Report? I’ve outlined the rationale for this request below for your reference.
Thank you for considering this, and I’m happy to provide further clarification if needed!
Hold Count - Tracks the number of times a call was placed on hold.
Benefits:
Better Customer Experience: If customers are being put on hold too often, it can make them frustrated and less satisfied with the service.
Agent Performance Check: Helps figure out if certain agents rely on putting people on hold more than they should, which might mean they need extra training or support.
Improving Processes: Shows if there are recurring issues (like missing information or tools) that lead to too many holds during calls.
Hold Time - Measures the total duration a caller spends on hold during a call.
Benefits:
Keeping Customers Happy: Long hold times can frustrate customers, so tracking this helps keep them satisfied.
Spotting Inefficiencies: Shows where delays are happening, whether it's a process or a system issue.
Track average hold times and reduce them with targeted process improvements.
Compare performance across teams or shifts.
Transferred Flag - Indicates whether a call was transferred to another agent or department.
Benefits:
Improves Efficiency: If calls are being transferred a lot, it might mean your routing or workflows need fixing.
Easier for Customers: Fewer transfers mean less hassle for customers and a smoother experience.
Better Training Insights: Shows where agents might need extra training to handle issues without escalating.
Analyze Transfer Rates: Look at which departments or call types have the most transfers.
Make Improvements: Fine-tune call routing and train agents to handle more issues upfront.
Missed Call Flag - Identifies whether a call was missed or abandoned.
Benefits:
Track Service Quality: Lots of missed calls can mean you don’t have enough staff or availability to handle customer needs.
Spot Issues Early: Helps you figure out if missed calls are due to staffing shortages or technical problems.
Keep Customers Around: Missing calls often means losing business, so reducing them can help keep your customers happy and loyal.
Identify Patterns: Check when missed calls happen most—specific times of day or with certain agents.
Fix the Problem: Set up callbacks or use queue management tools to catch and handle missed calls better.
Overall Benefits of Including These Fields
Improved Experience - Identifies and resolves customer pain points.
Better Training - Highlights areas where agents need support.
Efficiency Gains - Spots bottlenecks and streamlines processes.
Informed Decisions - Provides data for better planning.
Accountability - Ensures teams deliver quality service.
Reports - Track trends and pinpoint issues.
Real-Time Monitoring - Enable supervisors to step in during peak times.
Feedback Correlation - Match metrics with customer surveys for insights.
Regards,
Francis
